Operations Lead

3 weeks ago


Remote, Canada Long View Systems Full time

**Long View. A career that helps you get more out of life.**

***

A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 90% of Long View team members rated Long View as a good or great place to work

**Are you passionate about client experience and satisfaction? Do you want to help your company reach its operational goals, while limiting service delivery gaps?**

Long View is seeking a results driven and client focused
**Operations Lead** to be based out of our
**Calgary, Edmonton, Vancouver or Toronto** branch within our
**Integrated Global Services team (IGS)** You will be key in focusing on operational excellence, Information Technology Service Management governance and process maturity across a geography-based multi-client portfolio. You will serve as an ITSM expert for operational matters, as well as an escalation point for client experience issues or concerns.

**A Day in the Life**:

- Provide a tactical warning for incidents and technical issues that are about to turn into problems or cause a major outage
- Monitor client satisfaction data trends that may indicate a breakdown of the relationship
- Managing asset, change, client risk, and problem management, as well as quality assurance, reporting, service transition and continuous service improvement
- Maintain a strong relationship with the IGS Prime, the Client Service Managers and the Site Managers within your assigned geography, supporting service delivery and optimization efforts
- Interact with Long View employees at the client site as well as with other IGS team members, the NOC, Service Desk, and Project Teams to help resolve issues and introduce improvements
- Step in and provide guidance and support whenever an operational insight is required or when current practices do not support the desired client experience objectives

**What You Bring**:

- Experience with good ticket handling practices, service SLAs and KPIs and related reports
- Excellent with data analysis, looking for trends, outliers, and ability to interpret the results
- Technology-aware, proficient in use and navigation of ITSM tools and processes
- Passionate about service excellence and client success
- Able and willing to present difficult operational topics directly to the clients, if required and when invited by the client-facing team
- Excellent understanding of the current state of service management practices and processes
- Excellent understanding of the relationship between these practices and Service Operations, as well as the implications of customization or non-compliance

**What Makes Your Extra Awesome**:

- ITIL Certification(s)
- CAMP, CCMP or similar certifications

**Why Work at Long View**:

- ** Great People and Culture **- A practical approach to business with no bureaucracy or red tape with an environment of collaboration and support
- ** Career Growth** - Permanent staff positions, paid training, career life planning, with relocation and travel opportunities
- ** Interesting Work** - Be part of an exciting team while supporting great clients
- ** Flexible Environment** - A workplace that values the importance of flexibility for personal/professional growth, happiness and wellness



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